Hardware Specialist

At Netflix, our mission is to entertain the world. Together, we are writing the next episode - pushing the boundaries of storytelling, global fandom and making the unimaginable a reality. We are a dream team obsessed with the uncomfortable excitement of discovering what happens when you merge creativity, intuition and cutting-edge technology. Come be a part of what’s next.

| ROLE

Workforce Productivity Specialists (WPS)  - Enterprise are a global team that operate as technical leaders within the N‑Tech Experience team. This role drives productivity and efficiency with Netflix technology by combining insights, enablement, communications, and learning.

WPS blends deep knowledge of how users experience technology with qualitative and quantitative data to help Product and Engineering partners reduce friction and complexity in the end‑to‑end user experience. They convert end‑user friction into curated, data‑informed narratives that advocate for users and support teams, and use those insights to influence prioritization, portfolio decisions, and enablement strategies.

In addition to insights and advocacy, WPS own enablement and communication programs that ensure that Support teams and cross functional partners are prepared for new and evolving products and workflows—from sunrise (introduction and adoption) through sunset (deprecation and migration). They design and deliver product launch communications, checklists, and learning paths, increasingly leveraging Gen AI tools to scale content, insights, and support.

| RESPONSIBILITIES

Insights & User Experience

• Lead comprehensive analysis of user experience with technology, identifying current and forecasting potential future friction points; quantify impact to the business through subject matter expertise.

• Develop User Experience Insights that inform prioritization of enhancements and opportunities that drive an improved user experience.

• Create clear, data‑informed escalation packages to Product/Engineering for improvements and enhancements, tying user friction to business impact.

• Curate data‑informed stories that advocate for users and support teams experiencing friction with technology; use those stories to influence partners to reduce complexity and improve productivity and efficiency.

• Leverage data queries (e.g., SQL, logs, operational metrics) using a global lens to inform customer experience insights and prioritize near‑term and longer‑term improvements.

Enablement & Portfolio Management (Sunrise / Sunset)

• Own and manage the N‑Tech Support Services and Enablement Portfolio, with particular focus on sunrise (new/expanding) and sunset (deprecating/migrating) products and workflows.

• Drive the support intake process and supportability reviews for N‑Tech, ensuring we are prepared to take support ownership of a new service or product and have a clear path for sunsetting legacy solutions.

• Lead supportability reviews to evaluate the readiness of an application, workflow, or tool to be supported by Netflix Technology Services, including:

  • End‑to‑end user experience and friction mapping

  • User and support documentation, tooling, and instrumentation

  • Support workflows, runbooks, success metrics, and exit criteria for legacy tools

• Use portfolio insights (usage, adoption, risk, support volume) to recommend sunrise/sunset decisions, consolidation opportunities, and sequencing of change to reduce disruption.\

• Partner with N‑Tech Domain Specialists to maintain and bolster the quality of feature requests, fixes, and enablement plans for assigned product domains and verticals.

Communications & Product Launch Enablement

• Design and execute communication strategies that help users and support teams successfully adopt new or changed technology, including:

  • Product launch and change‑management communications

  • Targeted messaging for different personas (end users, support, leaders)

  • Ongoing updates during rollouts, migrations, or deprecations

• Develop and maintain standardized product launch and change checklists to ensure operational readiness across:

  • Support workflows, runbooks, and escalation paths

  • Knowledge base/FAQ, training materials, and office hours

  • Monitoring, metrics, and feedback loops

• Collaborate with Product, Engineering, and Comms partners to ensure messaging is accurate, timely, and aligned with business priorities, and that feedback from the field is incorporated into subsequent releases.

Learning & Development

• Design and coordinate learning and enablement programs that help N‑Tech, support teams, and end users effectively leverage Netflix tools and workflows.

• Create and maintain training assets (e.g., guides, micro‑learning modules, videos, playbooks) to support both initial adoption and ongoing skill growth.

• Use insights data (tickets, sentiment, usage, errors, surveys) to identify learning gaps and prioritize enablement content.

• Partner with internal L&D or functional training teams to scale programs globally and ensure they are discoverable and measurable.

• Continuously refine enablement content based on feedback, new features, and evolving ways of working.

GenAI Skills & Development

• Leverage Generative AI tools to:

  • Accelerate analysis of qualitative and quantitative user feedback

  • Draft and iterate on support content, training materials, FAQs, and communications

  • Generate and maintain checklists, templates, and playbooks for launches and sunsets

• Experiment with and help define best practices for GenAI usage in support, insights, and enablement workflows, including prompt patterns, quality checks, and governance.

• Partner with Product, Engineering, and Security/Legal as needed to identify and evaluate Gen AI‑powered solutions that enhance workforce productivity while respecting privacy and compliance requirements.

• Support the development of Gen AI literacy across N‑Tech and support teams through guidance, demos, and enablement content, enabling teams to safely and effectively use AI in their day‑to‑day work.

Cross‑Functional Partnership

• Develop and grow strong cross‑functional relationships with business partners and clients throughout the Netflix ecosystem, including but not limited to: Studio, Corporate, Security, Creative Production, Data Engineering, and the broader Technology Experience team.

• Act as the informed captain (often the Driver in the DACI model) on initiatives related to workflows, support, enablement, and user experience.

• Provide a technical and operational perspective to management, Product, and partner teams on product information, knowledge base strategy, and operational readiness for new applications and changes.

SKILLS AND EXPERIENCE

User & Data Insights

• Ability and curiosity to research, analyze, and understand user interaction with technology by diving into data and user sentiments.

• Technical depth and ability to pull and analyze support data to identify trends that drive insight and overall product and operational improvement. SQL knowledge is preferred.

• Experience in user advocacy, leveraging combined user experience data to effectively communicate the impact of issues to stakeholders.

Enablement & Portfolio Management

• Experience managing or contributing to portfolios of products or services, especially in assessing readiness, supportability, and lifecycle (sunrise/sunset).

• Ability to define and run supportability reviews and to translate findings into clear requirements, risks, and go/no‑go recommendations.

• Knowledge of scalable impact in determining the work supported by N‑Tech and driving service delivery around new and evolving products.

Communications & Product Launch

• Strong written communication skills, with ability to turn user sentiment and data trends into actionable deliverables and compelling narratives.

• Experience planning and delivering communications for product launches, rollouts, and deprecations, including the creation of standardized checklists, templates, and messaging frameworks.

GenAI & Tooling

• Hands‑on experience (or strong aptitude) using GenAI tools to support analysis, content creation, and automation.

• Understanding of GenAI strengths/limitations and ability to apply human judgment, validation, and governance to AI‑assisted outputs.

• Interest in continuously developing Gen AI skills and helping others adopt GenAI tools effectively and responsibly.

Collaboration & Leadership

• Ability to act as the informed captain and lead new initiatives concerning workflows, support, and enablement, often operating as the Driver in the DACI model on assigned projects.

• Ability to develop and maintain strong relationships, communication, and collaboration with cross‑functional teams and stakeholders, including Product and Engineering teams.

• Comfort influencing without direct authority and aligning diverse stakeholders around user‑centric, data‑backed decisions.

Learning & Development

• Experience designing or contributing to learning programs, enablement content, or documentation that help technical and non‑technical users adopt tools and workflows.

• Ability to translate complex technical concepts into accessible training and just‑in‑time learning assets.

Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs. Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more details about our Benefits here.

Netflix is a unique culture and environment. Learn more here.

Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

Job is open for no less than 7 days and will be removed when the position is filled.